Job Description
Service Delivery Manager
Mitie Technical Services
6‑Month FTC | National Travel Required
Mitie is seeking an experienced Service Delivery Manager to provide portfolio‑level leadership across a large, distributed estate of critical infrastructure sites. This senior role sits above day‑to‑day operations, ensuring high‑quality performance, compliance and customer satisfaction.
The Role
You will lead performance governance, customer engagement and service assurance across a number of sites, working closely with operational teams, engineering, soft services and to deliver safe, reliable, compliant service.
Key responsibilities include:
* Owning the performance framework (SLAs, KPIs, compliance, statutory obligations).
* Leading audits, assurance checks and risk management activities.
* Acting as senior interface, presenting performance reports and improvement plans.
* Line‑managing a small team, setting objectives and ensuring operational focus.
* Coordinating cross‑functional delivery across hard FM, soft FM and engineering.
* Driving transformation across workflow, communication, standards and KPI delivery.
* Supporting contract governance, forecasting and value‑for‑money assessments.
* Leading continuous improvement, data‑driven decision making and innovation initiatives.
About You
You will succeed if you bring:
* Strong experience in FM service delivery, contract performance or portfolio governance.
* A solid understanding of both hard and soft FM.
* Excellent stakeholder and customer engagement skills.
* Confidence interpreting performance data, compliance info and commercial detail.
* Experience leading managers and influencing cross‑functional teams.
* Relevant H&S/FM qualifications (IOSH/NEBOSH, IWFM).
* Engineering background desirable but not essential.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.